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Reference Code:  56299

Director, Client Relations Center (CRC) - OPEN TO REMOTE

Dallas, TX, US

Permanent
  
  

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 8,500+ colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity. 

  
  

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities

Job mission

The Cartier Client Relations Center Director provides on-site strategic management, leadership, and support for the CRC. In Partnership with other leaders at the CRC is directly responsible for all KPI’s including but not limited to Sales, NPS, Clienteling, People Development, and seasonal goals.

Main accountabilities/objective of the position

Team development:

  • Foster a culture of ownership, accountability, and supportive leadership as the ultimate champion of the team, their needs and success
  • Motivate, develop and support the management and any other direct report in their daily activities to ensure they are able to support the broader team (Team Leads, Ambassadors, and specialized roles) to deliver a ‘Best in Class’ experience to our phone, email, chat, and social media clients
  • Celebrate successes of the team as well as ensure coaching is happening around opportunities
  • Communicate with enthusiasm and passion around business initiatives through regularly conducted team meetings, ensuring that staff is aware of Maison strategies and knowledge, targets, client experience best practices, competitive landscape, and industry news
  • Assess potential of team and propose development opportunities in partnership with CRC Assistant Manager and CRC Training Manager
  • Partner directly with CRC Training Manager and other leaders to identify coaching and training opportunities and implement a plan
  • Lead the performance management process through consistent individual and group meetings, including all formal performance activities for direct reports and quarterly roll-ups of entire team
  • Maintain a constant talent pipeline within Cartier as well as through your professional network

Client

  • Motive and reinforce our relationship philosophy within the team to ensure a culture of connection with clients
  • Partner closely with the CRC Client Development Manager to ensure all client activities are being supported by Assistant Managers and extended teams
  • Monitor NPS status as well as client feedback
  • Develop strong working relationships across boutiques, workshops, internal partners, teams, and departments to ensure the best omni-channel experience for the client.
  • Step in swiftly when needed to support escalated cases and ensure speedy course correction

Business

  • Actively monitor and drive key KPIs to target daily achievements including but not limited to Sales, NPS, Clienteling, People Development, and seasonal goals.
  • Partner with leaders around reporting that may pinpoint areas of opportunity
  • Lead and organize broader team key projects, including new systems, tools, and or processes
  • Provide formal and informal team and business updates to leadership
  • Establish close relationships with cross-functional partners to create exceptional client and team experiences
  • Stay aware of new industry trends and ways of working to proactively make improvement proposals
  • Monitor administrative and HR tasks such as commission accuracy checks, dynamic scheduling, payroll and overtime, team profiles, and talent recruitment
  • Support day-to-day operations of physical spaces in partnership with Operational teams

 

Qualifications:

Education and/or Required experience
10+ years of client-focused contact center or client-facing team leadership, balancing KPIs across support, experiential, and sales with a proven understanding of world-class experience delivery and people motivation

Abilities

  • Ability to analyze business trends and make data-driven recommendations
  • Ability to quickly absorb extensive information related to brand history, products, technology, new training techniques and competitor information
  • Knowledge of high-end jewelry, timepieces, and gemstones
  • Flexible and available to work within hours of operation (Monday through Sunday, subject to change)

Technological Skills

  • Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task daily between those tools
  • Experience with eCommerce and omni-channel services (Salesforce, Vonage, SAP, Medallia, and scheduling tools preferred)
  • Proficiency with Microsoft Office Suite applications
  • Comfort with virtual and video-based client interactions and sales

Personal skills: Communication/ Influencing

  • Self-sufficient and proactive with an exceptional passion to assist clients, direct team members, and partnering departments
  • Ability to develop, promote, and communicate empathy for clients and partners
  • Ability to handle highly sensitive clients and situations
  • Excellent customer service skills and a tenured approach toward escalations and challenging situations
  • Excellent communication skills and comfort with presenting to various audiences
  • Cultural intelligence and languages a plus
  • Organized, with an ability to multi-task and shift focus

Learn more about life at Cartier



www.careers.cartier.com

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

Learn more about the Group Richemont


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth